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CS v6.27 release - Gainsight Implemented Posts
Hello Everyone,We appreciate all the product inputs that our customers take the time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented some of your suggestions in the v6.27 releases!Following are the Community posts implemented in v6.27 (SFDC & NXT) release: Following are the Community posts implemented in 6.26 Patch release [NXT]: Hi @dan_ahrens, could you please mark the 2nd post mentioned above as ‘Implemented’? Thanks. FYI @minh_phan @Cornelia
Numeric values stored in the column are rounded off when used in Cockpit view. Can we show decimal values instead of rounding off?
Hello Team,We observed that the number field is getting rounded off to the nearest integer when it is used in Cockpit UI.Can we show actual number instead of rounding off?Usecase:Customer has a custom field of number type(2 decimal values are allowed) in Call to Action object to track duration.When duration is filled as 0.25, it is rounding off to “0” and when we use “0.5” or above, it is rounding off to 1.Customer wants to show the original value instead of rounded off value.Can we do that. Thanks & Regards,Srikanth
Do you Automate with Intention?
“We need more automation.” The topic of scaling is not a new concept in the Customer Success industry and continues to be a hot topic and one that most organizations want to pursue. However, most organizations struggle with finding a balance in adding automation to scale and often try to automate too much. Find out how to establish a balanced approach in this article, 4 Steps to Automate with Intention, by Kate Griffin, consulting team leader at nCloud Integrators. https://www.ncloudintegrators.com/post/automate-with-intention
Insights from leaders in 1:many adoption email programs
Hi everyone - I’m looking to gain some insights from companies who are doing awesome things and seeing real outcomes with their 1:many email campaigns - mainly focused on new user product adoption. We have been doing a lot here for the past year, and looking to talk to other leaders in the space, share notes, and learn from one another.
How do you manage reporting on all of your Journey Orchestrator Program's success?How Panadoc is doing it right now for Expansion Campaigns: https://share.getcloudapp.com/9ZuQ00YbHow we have done it for some of our feature adoption Campaigns to measure impact of those in the past:https://share.getcloudapp.com/d5uRPP66 https://share.getcloudapp.com/OAunWW47
Customer Insights: Automation Best Practices
In this Q&A with Jessica Kitt, Vice President of Client Experience with Popmenu, she discusses how during a time of significant growth, the company focused on automation to ensure customer interactions were efficient as well as meaningful. Read more about Popmenu’s approach to its automation strategy and insights from Jess for others going down this same path.https://www.ncloudintegrators.com/post/q-a-with-jess-kitt-vp-of-client-experience-with-popmenu
CSM Tip: New UI Tips and Tricks
[b]1) Utilize the buttons on the top ribbon[/b] To visit the Gainsight Community, click the [img]https://lh6.googleusercontent.com/s3OB_i3uNK8jBphkilrvyXyZELTnGUPAkpGjHIFOmArlrRqRqh20nbibawc9h8mkD4R_g-qNpUxO6giU3Bk2ZObF2ZwqLH7wE-Muq6bTqkvOiOCWXjhhiCG5-rEuf7jGfuKuCCjS[/img] logo at the top right of the screen To visit Gainsight Support, click the Go [img]https://lh3.googleusercontent.com/3biO0bg5FqpgdivKJZjEQ4Gw55SxakpVoCmtTOsN99qRyfwB2LrZJQuY5K90fpHccvmJMeucR2R7XDgQHNU32otMO2wToM467Da7i_xnMiH7E9hL8CfY5EizFCnAKJQqvUTvKYVd[/img]logo at the top right of the screen To turn on or alter notifications (including emails), click the bell [img]https://lh6.googleusercontent.com/rs9LA1km4qhEbywNEWlK8j01FNpjf0Zoa67yDpr5A2HHNi3tY5eYnTQSv1eDyiFXhtepCyIhXXQN-iT5KPoCMknTiK7-p4n6Tkh2T-IMamkEQYp_Y09Uhx6pl3h3Hghcg8RBrU4E[/img]at the top right of the screen [img]https://lh5.googleusercontent.com/TvXoo6-j00mRxBepXt7qev7g2x1TL4dIZyG3AY1TeZmYbg8eS1eKJPwCld1KE5WxDv8Hk80qBdGB9SSStGVkVZrM_Y0eF2mrXvFXX6y1KjHj
Community Champion Guidelines
Hello Everyone! I am proud to publish the requirements for becoming a Champion here on the Community! If you don't know what a Champion is here on Community this is a brief description: Champions are the people who are asking lots of questions, frequently active, helping others in the Community, and overall making it a better place for everyone. To become and maintain your stats as Champion you need to: [list=1] [*] Have a minimum of 1000 points [*] Earn at least 200 points a month [*] As always ensure that you follow the [url=https://community.gainsight.com/gainsight/topics/gainsight-community-guidelines-may-2018]Community Guidelines[/url] [/list] Champions who have become inactive after three consecutive months may lose their status, but can be reinstated when all requirements are fulfilled. These guidelines are subject to change as needed.
Having a data export functionality to see what made by who
Hey Team, there is a report in salesforce (Data Export) , you can generate, download and see what change made by who in case of more than one admin in the instance. I think this feature also needed if it is available in GS data instance. There may be companies who have more than one Gainsight admins and who worked collaboratively on same data infrastructure. So far what we can see only Modified date and Modified by, but i think that is not enough unless there is a way to see exact change made . This will keep the GS Admin Team Synced on the instance. Thank you!
Renewal Report based on health & days until renewal
This is a great report to add to your renewal dashboards and/ or Risk Escalation Dashboard. Step 1: Go to Administration → Data Management and add a field to the company object called “Days Until Renewal” you’ll want to make this a formula field within the MDA object Step 2: Once you’ve tested and saved step 1, you’ll then want to go to report builder and use the company object as your data source. “Sum of Score” is located under the + Current Score Look up as the“score field” and you’ll want to click on the widget icon to update the “aggregrate” to sum. In the by section you’ll be including “Account Name” & “Label” field from the Current score look up, and make sure to SAVE the report Step 3: when you initially “run” the report you’ll come back with some funky colors labeled “red, yellow, Green” in order to update the color scheme you’ll want to go back to the “report repository” and in the 3 dots in right corner click on “custom colors”. Search for the “scoring scheme Def
How can we help you better drive advocacy from your customer base?
Hi all, For those of you who don't know me, I lead the Customer Advocacy team at Gainsight. We're doing research on how Gainsight can better help drive advocacy and would love your input on the below questions: -- What advocacy tools do you use today? -- How, if at all, do you integrate these tools with Gainsight today? -- How would you like to see Gainsight better integrate with the advocacy world over time? Thanks for your input!
Forrester Survey: How Are Post-Sale Customer Engagement Responsibilities Changing?
Forrester analysts are currently conducting a survey on B2B Customer Engagement Value Realization and looking for additional CS participants. This is about how customer marketing, customer success, and customer experience teams’ roles are growing and changing. The survey is anonymous and respondents will receive a copy of the final report (if you share contact info) when it’s published.If you’re interested in participating, you can read more about the survey details and requirements here.Take the Forrester surveyThe deadline to participate is April 14.[This is not a Gainsight Marketing effort - we are sharing on behalf of our Forrester network.]
Gainsight's Product Roadmap Webinar - Jan. 31
[b]January 31 at 10:00-11:30 AM PT - Gainsight Roadmap Webinar [/b]-- [url=https://attendee.gotowebinar.com/register/5782829009709319169]Register[/url] Gainsight's VP of Product, Karl Rumelhart, shares what's planned for Gainsight's product roadmap and what it means for you. Gainsight has a major release planned for Feb. 21, so you'll want to tune in and see a preview of what's coming soon, as well as what we're working on for future releases!
Circles of Success - Pulse 2017 - 1:many Customer Success
During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was [b]1:many Customer Success[/b]. Here are a few of the questions that we discussed: [list=1] [*]How are you structuring your proactive touch points? What challenges have you seen in this structure? [*]How do you scale client growth with limited CS resources using best practice techniques and technology? [*]What is a good cadence when reaching out to customers who are low touch? [*]How do you collaborate with internal teams such as Marketing, Technical Comms, etc. [*]What goals do you have for your team? How do you measure the impact of your 1:man
Brand Ambassadors in Customer Success
At Gainsight, our brand is very important to us. Our Customer Success team constantly engages with customers, so we have numerous opportunities to convey Gainsight’s personality. Our team uses several tools to serve as brand ambassadors, including [url=http://www.gainsight.com/customer-success-products/gsnap/]Gsnap[/url], CoPilot outreaches, [url=http://www.gainsight.com/customer-success-management/?q=tales+of+groc]Groc[/url], [url=http://www.gainsight.com/customer-success-management/?category=top-posts]blog posts[/url], and [url=http://www.gainsight.com/customer-success-management/?type=webinars]webinars[/url]. [i]How does your team serve as a brand ambassador? [i]What tools do you use? What goals do you hope to achieve?
Duplicate goals appearing - Doc update.
In the C360 Customer Goals tab, the user is seeing two of the same goal after adding. This is confusing to some of our end users. There is nothing in the documentation on this being a field that shows all of the recently added goals until you hit dismiss or refresh the page. Is there a way to not show this field or to update the documentation to reflect the actions needed to clear out the orange bar, or to disable it.
PulseLocal Austin Meetup on Nov. 14
PulseLocal Austin has been meeting every 2 months since June 2015 which means our 20th meet up will be Nov 14th! Please tell all your Austin-based colleagues to join us by registering [url=https://pulselocal.gainsight.com/events/details/gainsight-austin-presents-evolving-a-customer-success-org#/]here[/url]. Our original PulseLocal Austin President, Beth Yehaskel, is returning to share her insights on building a success organization from a support model. Beth (formerly VP at Spredfast) is now leading the team at Jungle Scout. We're excited to wrap up 2018 and our 20th meet up with a bang!
Circles of Success - Pulse 2017 - High Touch Customer Success
During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was [b]High Touch Customer Success[/b]. Here are a few of the questions that we discussed: [list=1] [*]What does high-touch customer success really look like? How do you have valuable discussions with enterprise clients? [*]What are some best practices for high touch customer success with large, enterprise clients who are extremely technical? [*]How do you know how much investment of time to expect from your customer? [*]How do you avoid falling into the trap of just doing everything for the customer, instead of enabling them to do it for themsel
Let's Share NPS Survey Best Practices
What are your organization's best practices for following up with customers after administering an NPS Survey? We'd love to hear your ideas and lessons learned. If you'd like to learn more about NPS Surveys and how to set them up in Gainsight, here's a detailed [url=https://drive.google.com/file/d/0B97XQutn6k0oRTktRjNSSlpzNU0/view]guide[/url] to get you started.
Reach beyond your direct contacts
Is any of you involved in creating awareness/enablement campaigns for end users that you are not in direct contact with? The challenge is to get your contacts to reshare the posts you send them. I am involved in such situation and having quite a challenge with these gatekeepers. Aside from - promoting the adoption value of these campaigns - not calling them "campaigns" so they do not get confused with marketing tactics - making them conveniently available to follow their deployment schedule - offering the capability to understand the reach and the impact on usage I am thinking about - offering.gifts certification when we can see total shares in hundreds or thousands - providing access more often to goodies like infographics, videos, etc. What has been your experience? Any good tip or word of advice?
Circles of Success - Pulse 2017 - Onboarding
During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. [b] [/b]One of the topics we discussed was [b]Onboarding[/b]. Here are a few of the questions that we discussed: [list=1] [*]What resources do you enable your sales team with in order to showcase the onboarding process with prospects? [*]What handoffs exist during onboarding? How do you transition from prospect to customer? What is the most important first thing to do with customers after they purchase? [*]When do you inject a CSM in the process? How long does the CSM stay with the account? What's the transition plan look like? [*]What are some best practices for successful tra
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